I contacted Norton support because a recent download for Norton 360 Premier Edition did not update as smoothly as it should have. When the remote assess session began, the ‘level one’ tech who I’ll refer to as ‘Junior’ took nearly three hours to resolve the issue. The longer he was online, the less confident I was in his abilities. If you ever wonder why you have to wait so long to receive Norton support, this should answer your question.
In the meantime, ‘Junior’ put my desktop in safe mode the whole way. Therefore, I could not stop him to even ask basic questions while he was ‘ransacking’ through my files since I did not have access to the dialogue box to communicate. ‘Junior’ also told me from the onset that he would not touch any of my current settings which was a bold face lie!
As a result after he finished restoring my Norton 360 Premier Edition, four days later I got a Windows popup saying a critical file was missing for a program I was trying to run. It said that I would have to reinstall the entire program to restore the file. I’m still trying to restore the program which needs a digital download from the server that supplies the ‘add-on’ feature. But the rub is that my download activation is no longer valid and needs to be updated. And I’m still waiting to receive assistance from the company that supplied the original ‘add on’.
Let me add that this little ‘hump’ not only corrupted the program I wanted to run later but he also screwed up my video driver and Nikon movie files.
Since I’m sure the only thing Norton will have to offer at this point is that they are ‘very sorry’ and there will be little recourse to see that ‘Junior’ will ever be disciplined for his overt ineptness, I intend to get Norton’s attention where it counts the most.
My renewal for Norton 360 Premier Edition ($95.39) is due in August 2015. And I’d say the chances that I’ll allow for my renewal to ‘automatically’ occur are SLIM to NONE!
And for those of you who may want to stick with Norton and their 'elite' support regardless of what I have just documented and reported, then insist at a minimum that Norton provide a 'level two’ tech to resolve your future issues.